Service Delivery Manager (Governance)

Own the day-to-day governance of the service - performance reporting, SLA management, contract compliance, risk and the operational client relationship across all service towers. KEY RESPONSIBILITIES Own the monthly and quarterly service review cycle with the client, including pack preparation and presentation. Produce and validate all contractual SLA and KPI reporting, including service credit calculation and dispute resolution. Maintain the governance calendar, RAID log and service improvement plan. Manage contract change control, scope governance and commercial change requests. Own the risk and compliance framework for the engagement, including mitigation tracking. Coordinate audit responses and prepare evidence packs for client and internal audit. Act as second-line escalation across all service towers below the Director. Govern the performance of the ITSM process set and hold tower leads to account against process KPIs. Deputise for the Service Delivery Director as required. REQUIRED TECHNICAL SKILLS Strong SLA and KPI regime management and formal service reporting. Contract and vendor governance in a large managed service. Advanced reporting and analytics - Excel, Power BI, ServiceNow Performance Analytics. Risk, compliance and audit management. Excellent written communication for formal client reporting at government level. Stakeholder management across technical and non-technical audiences.

Desired Candidate Profile

KEY RESPONSIBILITIES Own the monthly and quarterly service review cycle with the client, including pack preparation and presentation. Produce and validate all contractual SLA and KPI reporting, including service credit calculation and dispute resolution. Maintain the governance calendar, RAID log and service improvement plan. Manage contract change control, scope governance and commercial change requests. Own the risk and compliance framework for the engagement, including mitigation tracking. Coordinate audit responses and prepare evidence packs for client and internal audit. Act as second-line escalation across all service towers below the Director. Govern the performance of the ITSM process set and hold tower leads to account against process KPIs. Deputise for the Service Delivery Director as required. REQUIRED TECHNICAL SKILLS Strong SLA and KPI regime management and formal service reporting. Contract and vendor governance in a large managed service. Advanced reporting and analytics - Excel, Power BI, ServiceNow Performance Analytics. Risk, compliance and audit management. Excellent written communication for formal client reporting at government level. Stakeholder management across technical and non-technical audiences.